Callminer

FEBRUARY 4, 2021

While customer vulnerability isn’t new, it’s time companies take action to identify vulnerable customers and implement solutions to better equip company representatives and customer service agents to interact with customers experiencing vulnerability. To address the growing vulnerability in call center customer bases…”.

Call Center 345

Call Center Contact Center Finance Consulting 345

AskNicely

NOVEMBER 20, 2018

So who manages the millions upon millions of daily transactions? With humble beginnings in the fitness industry, they have grown dramatically to offer billing, customer call center management, and collections in all kinds of industries. Debitsuccess, for one. They use this data to set employee KPIs around their scores.

Chief Customer Officer 60

Chief Customer Officer Feedback Coaching Call Center 60

Mindtouch

APRIL 17, 2017

Ajay Agarwal , Bain Capital Ventures, Managing Director, @ajay_bcv, LinkedIn. Allison Ewell , Seismic Software, Director of Customer Success, @SeismicSoftware, LinkedIn. Allison Pickens , Gainsight, Chief Customer Officer, @PickensAllison, LinkedIn. Director: Customer Success Operations, @netmow, LinkedIn.

Chief Customer Officer 91

Chief Customer Officer Education Consulting Consulting 91

CX Global Media

JULY 9, 2019

About Linda Harden : Linda Harden is President of Pipeline Publishing Group and Publisher of the monthly contact center management magazine, Contact Center Pipeline. Her passion is to promote discussion, resources, events and services that impact the lives of our employees and customers. Chief Customer Officer, FrontSpin.

Contact Center 120

Contact Center Chief Customer Officer Employee engagement Call Center 120

Fonolo

JANUARY 14, 2020

Not only has technology changed the way we interact with customers, but it’s also massively changed the way we communicate with our peers within the industry. There are more customer experience management blogs and articles than ever before — not to mention the growing libraries of video and interactive content.

Customer Service 136

Customer Service Chief Customer Officer Contact Center Call Center 136

Amity

SEPTEMBER 2, 2015

Customer Success Managers, no less assertive on our mission, take a subtler approach to reaching goals—goals just as vital to the success of the company as the initial sale. Customer success managers use words like coaching , adoption and guidance. In sales, it’s all about getting the signature before quarter-end.

Chief Customer Officer 77

Chief Customer Officer SaaS Coaching Sales 77

CustomerSuccessBox

JUNE 8, 2022

The capacity to forecast that a specific customer is at a high risk of churning while there is still time to do something about it is a major new possible revenue generator for any company. We, at CustomerSuccessBox , spoke to some of the Top Customer Success Influencers to know how they manage churn! That should the churn.

Management 52

Management Upselling Accountability Metrics 52

Vcaretec

JUNE 6, 2022

Customer Care & Contact Center Influencers Mike Aoki Bio: Contact center expert and trainer for Agents (customer service, dealing with "irates," sales skills) and Managers (coaching, presentation skills). I tweet about customer focus, leadership, IT, and tech. Connect: @mikeaoki Roy Atkinson Bio:Sr.

Customer Care 98

Customer Care Chief Customer Officer CRM Wireless 98

CustomerSuccessBox

DECEMBER 6, 2021

Jeff Breunsbach is the co-founder of Gain Grow Retain , a community for Customer Success leaders to share their work, collaborate, and grow their careers, He is also the Director of CX at Higher Logic , and is a former Managing Partner at Customer Imperative. Maranda Dziekonski is a Chief Customer Officer at Swiftly, Inc.

SaaS 52

SaaS Customer advocacy Coaching B2B 52

ClientSuccess

AUGUST 24, 2018

Welcome to our blog series CSM from the Trenches, a community for frontline Customer Success Managers (CSMs) that discusses trends, best practices, and advice for the frontline. From : Sam Feil , Customer Success Manager. From : Sara Masson , Senior Customer Success Manager. Company : ClientSuccess.

Management 40

Management Chief Customer Officer Best practices SaaS 40

CustomerSuccessBox

OCTOBER 31, 2021

We hope to give a fresh perspective regarding the QBR process which will take your customer success efforts to the next level. Mary Poppen is the Chief Customer Officer, Glint at LinkedIn. Product, Sales, Marketing, CS, Engineering all benefit from customer feedback. How do you prep a team?

Chief Customer Officer 52

Chief Customer Officer Consulting Consulting Coaching 52

ProProfs Blog

JUNE 30, 2020

Peggy Klaus is a Fortune 500 coach who is here to help individuals that easily excel at their jobs every day but don’t know where to go from there. She identifies shortcomings such as social, communication, and self-management behaviors that limit leaders in their career. Chief Customer Officer 2.0.

Customer Service 128

Customer Service Chief Customer Officer Customer centricity Marketing 128

ChurnZero

DECEMBER 18, 2020

To help make sense of the survey data, give their expert take on what it means for Customer Success teams, and offer up maturity recommendations based on the findings, we invited Megan Macaluso, VP Customer Success & Operations at ESG, and Jay Nathan, Chief Customer Officer at Higher Logic, to join us for a webinar.

Chief Customer Officer 87

Chief Customer Officer Finance SaaS Benchmark 87

Toister Performance Solutions

OCTOBER 26, 2017

Chief Customer Office, SalesLoft. Director of Customer Experience, UL EHS Sustainability. Blog: Customer Centric Support. Social Media and Customer Experience Manager, NumberBarn. Blog: Customer Service Life. Director of Workforce Management, VIPdesk Connect. Greg Collins. Jenny Dempsey.

Schedule adherence 56

Schedule adherence Chief Customer Officer Coaching Contact Center 56

Contact Center Geek

MARCH 7, 2018

As contact center leaders, we are always in search of the best way to effectively manage our operations, which can simply translate to how well are we managing costs. But our job is far more than just "managing costs". It is our job to fight for what is right for our team members, and to manage costs appropriately.

Metrics 63

Metrics Chief Customer Officer Abandon rate Contact Center 63

CX Journey

MARCH 17, 2015

Jeanne talked about the role of the Chief Customer Officer, while I ran through my Six Steps to Turn VoC into Action. One of the questions posed by Bob during the webinar was: “ How can managers avoid the metric becoming a goal rather than an indicator?

Metrics 77

Metrics Chief Customer Officer Coaching Feedback 77

Amity

APRIL 7, 2017

You might need additional funds to purchase a Customer Success Operations system to automate playbooks and avoid unnecessary manual work. You might need additional funds approved to hire additional Customer Success managers. Before asking for a budget for your customer success team, you need to set clear, quantifiable goals.

Chief Customer Officer 67

Chief Customer Officer Metrics Consulting Consulting 67

Help Scout

APRIL 29, 2021

Strategies for building a customer service culture. Gardeners work hard to create the right environment for their plants to grow in by improving the soil, removing pests, and managing light and water. Their success metrics should have a clear customer focus, and their leaders should care about customer experience.

Customer Service 139

Customer Service Customer centricity Chief Customer Officer Metrics 139

CSM Practice

APRIL 17, 2017

You might need additional funds to purchase a Customer Success Operations System to automate playbooks and avoid unnecessary manual work. You might also need additional funds approved to hire additional Customer Success managers. Additional team members will help keep your CSM ratio reasonable and your team more proactive.

Chief Customer Officer 56

Chief Customer Officer Metrics Accountability Consulting 56

SmartKarrot

JANUARY 5, 2022

Recognized as one of the most respected business outcomes and Customer Success experts globally, Rick has been helping individuals and companies maximize business value for over 25 years. His company Practical CSM Academy provides global customer success management consulting, training and certification services. Nils Vinje.

Chief Customer Officer 23

Chief Customer Officer Coaching SaaS B2B 23

ChurnZero

JANUARY 22, 2021

Q: How do you set a future meeting date if your customer is ghosting you? A: When you’re getting ghosted multiple times, here’s the generic coaching: you either have to change the message, change the channel, or change both. Q: Should Customer Success Managers be comped like sales reps?

Sales 98

Sales Chief Customer Officer Upselling Metrics 98

Education Services Group

JULY 21, 2022

Speakers: Star Hofer , Chief Customer Officer, Partnerstack , and Carlos Quezada , Head of Digital Services Strategy & Customer Success, Aruba. . We’re managing a portfolio of over 13,000 customers globally and we don’t have dedicated CSMs. How can we scale it?

Journey mapping 52

Journey mapping Chief Customer Officer SaaS Management 52

SmartKarrot

JANUARY 5, 2021

A Customer Success expert, speaker, and a published author, Dave is known for his remarkable expertise in supporting B2B SaaS companies and developing their Customer Success capabilities. He is the Executive Director at The Customer Success Association and as the Director/Analyst of Mikael Blaisdell & Associates Inc. ,

Chief Customer Officer 21

Chief Customer Officer SaaS B2B Consulting 21

CSM Practice

APRIL 17, 2017

You might need additional funds to purchase a Customer Success Operations system to automate playbooks and avoid unnecessary manual work. You might need additional funds approved to hire additional Customer Success managers. Before asking for a budget for your customer success team, you need to set clear, quantifiable goals.

Chief Customer Officer 40

Chief Customer Officer Metrics Accountability Consulting 40

SmartKarrot

DECEMBER 12, 2023

To delve deeper into the nuances of the Customer Success Career Path to Leadership, we bring you a compelling conversation between two industry experts, Bhumika Arora, Founder and Consulting Coach at Ruffday Coaching Services, and Rohan Sheth, Director of Growth at SmartKarrot Inc.

Chief Customer Officer 10

Chief Customer Officer Coaching Customer retention Consulting 10

ChurnZero

MARCH 3, 2020

The world’s only free, invitation only CS Leadership opportunity hosted by Aaaron Thompson the Founder and CEO of Portland Customer Success. ChurnZero is excited to participate and have our Chief Customer Officer, Abby Hammer added to the speaker’s lineup. Pulse Date: May 13 – 14 2020 Location: San Francisco, CA.

SaaS 72

SaaS Chief Customer Officer Best practices B2B 72

SmartKarrot

MARCH 8, 2022

An exceptional thought leader and a brilliant coach to thousands of executives, Allison Pickens, is a leading expert on recurring revenue growth. They then help the clients develop a customer-centric business strategy that increases customer loyalty and retention. Allison Pickens. Annette Franz. Bhavika Kochhar.

Chief Customer Officer 21

Chief Customer Officer Coaching Customer centricity SaaS 21

Comm100

MARCH 8, 2017

By connecting on Twitter with the experts listed below, you will ensure that you’re getting your daily dose of tools, tips, and advice on customer service from the experts who have been there, done that, and have plenty to say on the matter. She is an expert on customer-centric leadership, and an active tweeter. Roy Atkinson.

Customer Service 0

Customer Service Chief Customer Officer Customer centricity Scripts 0

Amity

JUNE 21, 2017

Therefore, we reason that: The concept of “maturity” is not new in the business world; Software development teams are applying CMMI (CMU’s Capability Maturity Model Integration) processes, Process managers often utilize the PEMM (Hammer’s Process and Enterprise Maturity Model) , and.

Chief Customer Officer 63

Chief Customer Officer Coaching Education Consulting 63

SmartKarrot

OCTOBER 29, 2021

The hot topic that is running around in the SaaS industry is the need for customer success to have a seat and a voice at the leadership table. Thanks to their extensive experience coaching and interacting with customers, CS teams have an exclusive perspective as they are on the frontlines of the customer-company relationship.

Chief Customer Officer 10

Chief Customer Officer Finance SaaS Customer centricity 10

CX Journey

JUNE 14, 2017

Books like the Ultimate Question series, Outside In, and Jeanne Bliss' books about the Chief Customer Officer role are great resources. You will be a coach, a trainer, a teacher, a communicator, a salesperson, and an advocate. You have to be well-versed in change management. Attend webinars.

Chief Customer Officer 57

Chief Customer Officer Education Consulting Consulting 57

CSM Practice

DECEMBER 29, 2020

Irit Eizips, CSM Practice Chief Customer Officer and CEO was featured by Business Therapy, an engaging series where a number of professional challenges and problems are discussed in depth. Today we are talking about your business and how to achieve success with your existing customers. Irit Eizips: (15:45) Absolutely!

Surveys 98

Surveys Personalization Chief Customer Officer Customer centricity 98

SmartKarrot

DECEMBER 24, 2020

Director of Customer Success, you will lead a team of high performing, geographically dispersed CSMs. Provide the team with guidance on building and maintaining strong customer relationships; serve as a coach in navigating challenging customer situations. Build a Customer Success culture across the organization.

Chief Customer Officer 10

Chief Customer Officer Customer retention Accountability Coaching 10

SmartKarrot

JUNE 10, 2020

Before we begin on sharing resources on this customer success portal, here is a brief background I would like you to read. If you are a budding Customer Success Manager in a SaaS organization then we understand your challenges. 3 Success Coaching. 4 Chief Customer Officer Council. By Kristen Hayer.

Chief Customer Officer 10

Chief Customer Officer Coaching Customer centricity SaaS 10

Totango

JULY 23, 2021

He needs a good catcher and good infielders and outfielders to support him, good batters to score points, and good coaches to make strategic play calls. When it comes to the structure of a Customer Success (CS) team, there are many factors that need to be considered, from the makeup of the team to the technology that will be used.

Chief Customer Officer 126

Chief Customer Officer Coaching Accountability Surveys 126

ClearAction

MARCH 22, 2024

5 Comparisons of the 2 Models (Coaching, Scorecard, Defining the Field of Play, Specifying Roles & Rules, Aligning Systems & Data) A) Better Coaching Problems discussed in the 2024 CX conference: — “No single ‘throat to choke’ accountable for the many points of failure, friction, leakage.”

Chief Customer Officer 62

Chief Customer Officer Customer centricity Airlines Metrics 62

Tenfold - Contact Center Blog

NOVEMBER 30, 2017

Both Amazon and Zappos are prime examples of brands that are customer centric and have spent years creating a culture around the customer and their needs. This is so important that organizations like Oracle developed a Chief Customer Officer (CCO) to ensure a consistently amazing customer experience across all touch points.

Call Center 56

Call Center Customer Support Customer centricity Contact Center 56